What You’ll Find in This Report For the fifth edition of the Connected Shoppers Report, Salesforce surveyed 2,400 shoppers and 1,125 retail industry decision makers […]
The BI & Analytics Survey 23
IBM Planning Analytics overview IBM is one of the world’s largest vendors of IT hardware, software and services. The company has a global workforce of […]
The Manufacturer’s Guide Transform the Service Experience
Mapping your service transformation journey For decades, manufacturers have competed largely on the strength of their products. But today, it is difficult to differentiate on […]
Healthcare and Life Sciences Insights
Economic uncertainty, rising consumer expectations, and the desire to do more with less is driving healthcare and life sciences (HLS) leaders to invest in digital […]
Enable Contact Center Agents to Work from Wherever They Need to Be
Build a contact center that adapts to changing business conditions A greater focus on customer experience is driving businesses into a new era for contact […]
The CallMiner Churn Index 2020
Two years ago, we commissioned a survey to find out why US consumers leave providers. What we uncovered was a switching epidemic –with call centers […]
The future of AI in the contact center
As organizations mature in their AI journeys, contact centers are more effectively adopting automation to empower agents to deliver faster, more accurate, and more efficient […]
The New Service Imperative: Empathetic Service at Scale
The past few years have witnessed a drastic shift in the way customers and brands engage with each other. Customers want to engage with companies […]
Revolutionizing Customer Service in Manufacturing
Customer Service Is Revolutionizing Manufacturing Customer service is rapidly changing because customers are changing. They’re more empowered and connected than ever — and this shift […]
8 Sales Productivity Pitfalls
Sales team spends too much time in tools. Sales teams use an average of 10 tools —from reporting to contact management to forecasting — according […]
Security Hygiene and Posture Management Remains Decentralized and Complex
Security hygiene and posture management has become increasingly difficult because of factors like a growing attack surface, the increased use of cloud computing, and the […]
Jumpstart innovation with machine learning
No longer limited to global technology enterprises and data science specialists, machine learning (ML) has entered the mainstream. Thanks to the cloud, the barriers to […]